SSON Glossary: Outsourcing
Relying on third-party resources to fulfill a business function. Historically, the contact center function has been outsourced due to the fact that training and scripting can be standardized. It has also been historically scrutinized due to resentment over the fact that outsourced labor effectively “steals” jobs from the United States, the language/cultural barriers associated with agents in foreign outsourcing hubs, and the perception that outsourced employees, as external resources, do not have intimate, nuanced product expertise. The increased emphasis on culture and customer centricity may also discourage (or at least transform) outsourcing, as it suggests that the scripted, standardized, robotic approach to care is no longer acceptable.
How Your Organization Can Give Back This Christmas Through Outsourcing
December 15 by Beth Brown
This festive season, organizations could give back to global communities by implementing ethical outsourcing. This form of business process outsourcing provides employment opportunities for disadvanta...
How to Build a Successful Outsourcing Partnership
October 10 by Dave Hughes
In the latest "Ask the Expert" column, Dave Hughes provides some simple steps to help you establish and maintain a successful BPO partnership
Ten Top Tips for a Smooth Contract Renegotiation Process
August 24 by SSON Editor
SSON has compiled Top Ten Tips for a Smooth Contract Renegotiation, with experts from a number of the shared services and outsourcing space’s top advisory and legal firms giving their suggestions for...
How Egypt Became a Global Business Process Outsourcing Hub
May 08 by SSON Editor
In recent years Egypt has become a rapidly growing economy and labor market with a growing focus on the IT services and outsourcing industries. In this article find what makes Egypt such a competitive...
Egypt: The Next Country North American Shared Services Should Consider IT and Business Process Outsourcing
January 31 by Evan Beebe
With 6 out of 10 GBS organizations currently outsourcing, Egypt has secured its place as one of the world's premier outsourcing and IT offshoring locations. Here's why North American shared services s...
How Do Sourcing Objectives and Criteria Determine the Sourcing Approach ?
December 19 by SSON Editor
The new Outsourcing Report by SSON Research & Analytics presents a number of opportunities for the Future GBS Model
Why 6 out of 10 GBS Operations are Actively Outsourcing
December 01 by SSO Network
Business process outsourcing - or BPO - is a key topic for GBS, and unfortunately, it's one that risks being neglected from the limelight.
Why Your GBS Should Consider Recruitment Process Outsourcing
November 22 by SSO Network
RPO is one of the most efficient ways for businesses of all sizes to handle the difficulties associated with finding, hiring, and managing top talent today.
The Outsourcing “Conundrum”: Securing the Benefits You Expect
November 10 by Bob Cecil
Five actions you should take before jumping on the outsourcing bandwagon too quickly.
How Establishing a Governance Model Helps Outsourcing Accounts Receivable
September 14 by SSON Editor
According to SSON Research & Analytics data, 57% of AR teams voted that bringing in automation to help with manual tasks is a top objective for the year.
The Top 10 Problems with Outsourcing Implementation
June 28 by Shawn McCray
Despite blue-chip service providers and innovative, risk-sharing contracts — if you underestimate the importance of Change Management and Governance in outsourcing, success will elude you.
Shared Services and Outsourcing Industry: Productivity After COVID
March 13 by Nikolay Jeliazov
COVID has forced many businesses to quickly move to working from home. That decision has been implemented quickly and in fact have many positives. However, the impact on productivity is still unclear.
